Inadequate patient communication is a critical problem, and poor-quality messaging can often be frustrating for patients. As patients are undergoing difficult times in their lives, receiving robotic communications from their providers — with what often sounds like different audio files spliced together — can be disruptive and emotionally upsetting. FCS patients, who have supportive and positive experiences at FCS healthcare facilities, were experiencing a disconnect when receiving virtual communication from the Institute due to inadequate reminder calls, dropped calls and no clear recognition of a live person on the call. This can undermine what would otherwise have been a satisfactory patient experience, which would have encouraged patient follow-up and retention. In addition, poor communication can lead to unconfirmed appointments and no-shows. This not only disrupts the Institute’s ability to effectively support its patients but also affects clinical workflow and overall productivity.